A week in the life of a Senior Journey Management Coach

Welcome to another edition of “A week in the life,” where we take you inside the professional lives of our talented team members. In this interview, we introduce Rosanne de Vos, a Senior Journey Management Coach based in Mexico City. Balancing a busy family life with her passion for empowering clients, Rosanne embodies the flexibility, creativity, and collaborative culture that defines TheyDo. Here’s her story:

Why did you join TheyDo?

“When I came across TheyDo, I realized this was the missing piece I had been searching for while navigating the corporate and agency worlds. I fell in love with the value TheyDo provides, but I was equally impressed by the company’s internal values. From day one, I’ve noticed that TheyDo places a strong emphasis on the human element. My experience, from hiring to onboarding, has felt very positive and supportive. Many organizations aim to be both employee- and customer-focused, and TheyDo strives to live up to this.”

What do you do in a typical week as a Senior Journey Management Coach?

“In my week, no two days are the same, though I always start early — my one-year-old son makes sure of that by waking me up at 6 AM. My week revolves around customer calls, where I try to help them achieve their goals with TheyDo. This often involves providing advice on their specific business or industry challenges and helping them navigate change management to ensure successful adoption of Journey Management.

A big part of my job is working with my awesome enablement colleagues to create content that showcases best practices. We dive deep into what our customers are doing, extract key trends, and craft stories that stick. I also get to collaborate with brilliant teams from Product, Support, Biz Ops, Marketing, and Sales in cross-functional sessions. We make sure we have an integrated view of our customers and work together to deliver real value.”

Can you share a recent project you worked on and the impact it had?

“I was lucky to be part of a cross-functional initiative called the Ed-Circle. We realized that we’re essentially building instruction manuals for a product that can evolve overnight, like a car turning into a rocket ship. To keep up with our fast-changing product, we needed to be proactive. That’s why we now meet weekly to align our educational resources across different teams.

Many great initiatives came out of these sessions. For example, we developed an internal process that organizes employee questions into a feature-specific FAQ, ensuring we always have the latest information available for our customers. We also launched the TheyDo Academy, a self-guided online course that’s now a key part of our blended onboarding approach. These initiatives are proving valuable not just for our customers but also for our customer-facing teams, who feel more confident and well-prepared when explaining TheyDo.

I always leave these meetings feeling energized. We collaborate to identify and prioritize improvements. Often, we’ve completed the improvements by the following week. To me, it’s incredibly satisfying to execute at this speed.”

With TheyDo being remote-first, how do you collaborate with other Senior Journey Management Coaches and the rest of the Enablement team?

“Working remotely comes with its own set of responsibilities. To be successful in my role, I need to stay connected with other teams, understand the strategic roadmap, and see how different parts are being implemented. This requires a proactive approach: #CloaksOff. At first, I found it challenging to reach out and ask for people’s time, but now that I’ve embraced it, I find so much energy and inspiration in those conversations.

We work in a collaborative environment where people support each other. Our Talent team does an amazing job of finding incredibly talented people who excel in both IQ and EQ.”

What do you enjoy most about being a Senior Journey Management Coach?

“What excites me most is the mental flexibility this role demands. In one meeting, I might be explaining a new feature to an airline customer, while in the next, I’m helping the leadership of a pharmaceutical customer craft a business case to demonstrate the value of journey management to their board.

My customers are driving real change in these different industries, and each one has its unique internal and external challenges. I love thinking creatively to help them achieve results.”

What impact does remote-first and flexible working have on your life?

“I was very lucky to start working at TheyDo shortly after my son was born. I even had some interviews during my maternity leave when my son was just a few weeks old. I sometimes wonder how I made it through the selection process while balancing the demands of early motherhood!

Being able to work flexibly and share household responsibilities with my partner has been a blessing. Due to time zone differences, I start my day early, usually around 7 AM, so my partner handles the mornings, and I get to spend quality time with our little one in the afternoons. I feel very fortunate that I don’t have to commute, which makes my time super efficient. When I’m working, I’m fully focused, and when I’m done, I can completely switch to family mode.

It’s also comforting to see that many of my colleagues at TheyDo are new parents, too, so there’s a deep understanding of what we’re all going through. This environment invites me to be productive and ambitious without sacrificing my personal life.”

What do you enjoy most about working at TheyDo?

“The people and the collaborative atmosphere. I also appreciate being part of something new and evolving, where we’re shaping things as we go. That’s TheyDo to me.”

What advice would you give to someone considering or interviewing for a Senior Journey Management Coach role at TheyDo?

“Know your stuff, be ready to share your take on how Journey Management provides value for large organizations (bonus points if it’s across different industries or teams), and don’t forget to have some fun. As a coach, you’ll be meeting with customers daily, and the goal is for them to leave feeling energized, not drained. If you can bring that vibe, you’re golden!”